Park View Surgery

Updated 6 June 2016

Park View Surgery is located in the centre of Loughborough in north west Leicestershire. The practice is housed in 2 adjoining converted Victorian houses. There is disabled access to the ground floor only. It has a General Medical Services (GMS) contract and is a training practice providing placements for trainee GPs.

• The practice has one full-time and four part-time GPs, three of whom are female.There are two practice nurses, a nurse practitioner who is also the nurse manager, and a health care assistant who are all female. There are also administrative staff including a business manager, practice manager and reception team.

• The practice is open between 8.30am and 6.00pm Monday to Friday. Appointments are generally available from 8.40am to 10.40am and from 11.20am to 11.50pm and from 3.30pm to 6pm Monday to Friday. There are also some pre-bookable appointments from 7am to 8.30am on alternate Tuesdays and from 6pm to 8pm on alternate Wednesdays. The practice also provides minor surgery.

• Out of hours services are provided by CNCS (Central Nottinghamshire Clinical Services). Patients are directed to the correct numbers if they phone the surgery when it is closed.

• The practice has 7740 patients registered with it.

• Although Loughborough is a thriving market and university town it does have some pockets of deprivation.

Updated 6 June 2016

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Park View Surgery on 4 November 2015. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• Information about safety was recorded, monitored, reviewed and any issues were addressed in a timely way. There was an effective system in place for reporting and recording significant events and complaints.
• Risks to patients were assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was available and easy to understand. Improvements were made as a result of complaints and concerns.
• Patients said they found it easy to make an appointment with a named GP.
• Urgent appointments were available on the same day
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management. The practice proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of and complied with the requirements of the duty of candour.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Updated 6 June 2016

The practice is rated as good for the care of people with long-term conditions.

• Nursing staff had lead roles in chronic disease management and worked closely with visiting specialist nurses.

• The practices’ performance for diabetes management was higher than the national average, for example, 93% of diabetic patients had had a recent foot examination compared to the national average of 88%

• Patients were referred to local services for lifestyle advice related to their conditions.

• Patients at risk of hospital admission were identified as a priority and had a personalised care plan. An alert on their record ensured that receptionists were aware that these patients should be offered same-day contact preferably with their usual doctor.

• All these patients had a named GP and a structured annual review to check their health and medicines needs were being met. For those patients with the most complex needs, the named GP worked with relevant health and care professionals to deliver a multidisciplinary package of care.

• Where patients had a number of long-term conditions the practice took a holistic approach and offered them synchronised appointments so that where possible all their conditions could be reviewed during one visit to the surgery.

• Home visits were available when needed.

Updated 6 June 2016

The practice is rated as good for the care of families, children and young people.

• There were systems in place to identify children living in disadvantaged circumstances and who were at risk, for example, children and young people who had a high number of A&E attendances.

• Immunisation rates were relatively high for all standard childhood immunisations (97-99%)

• The practice offered a wide range of contraceptive services.

• Patients told us that children and young people were treated in an age-appropriate way and were recognised as individuals. Chlamydia screening packs were available in different areas of the practice and the practice sent results by text message.

• Data showed 82% of eligible women had received a cervical screening test.

• Appointments were available outside of school hours and the premises were suitable for children and babies. The practice offered 24 hour and six week baby checks.

• Staff told us they had good working relationships with midwives and health visitors.  

Updated 6 June 2016

The practice is rated as good for the care of older people.

• The practice offered proactive, personalised care to meet the needs of older people in its population.

• The practice had identified patients most at risk of hospital admission. Each patient had a personalised care plan and an alert was put on the patient record. Any admissions were reviewed to identify avoidable factors.

• The practice also referred frail, elderly patients to a regional older persons unit staffed by a geriatrician and multi-disciplinary team where they were usually seen with 48hours for a review of medication and for other health and social needs to be addressed.

• The practice was responsive to the needs of older people, and offered home visits and urgent appointments for those who needed them.

• The practice provided care for the residents of two nearby care homes for elderly people, providing twice weekly visits to the larger one. They also requested visits form a paramedic led Acute Visiting Service over weekends when they had concerns about a patient.

Updated 6 June 2016

The practice is rated as good for the care of working-age people (including those recently retired and students).

• The needs of the working age population, those recently retired and students had been identified and the practice offered services that were accessible, flexible and, where possible, offered continuity of care.

• Pre-bookable appointments were available from 8.40am to 6pm Monday to Friday Early (from 7am) and late (until 8pm) were available on alternate Wednesday and Tuesdays and advertised on the practice web site)

• Pre-bookable telephone consultations were also available.

• Urgent same-day appointments and telephone consultations were available.

• Nursing staff offered a travel vaccination service.

• The practice provided medical examinations for taxi and HGV drivers.

• The practice offered a range of online services as well as a full range of health promotion and screening that reflected the needs for this age group.

Updated 6 June 2016

The practice is rated as good for the care of people experiencing poor mental health (including people with dementia).

• 73% of patients living with dementia had a face-to-face care review in the previous 12 months

• The practice regularly worked with multi-disciplinary teams in the case management of the people experiencing poor mental health, including those with dementia. Patients were also referred to the local Memory Clinic.

• The practice carried out advance care planning for patients with dementia.

• The primary mental health facilitator was based in the practice building. This helped with smooth and prompt referral of patients who needed access to psychological therapies.

• 92% of patients with mental health problems had a comprehensive agreed care plan on their records which comparable with national figures.

• The practice had also provided patients experiencing poor mental health with information about how to access various support groups and voluntary organisations.

• The practice had a system in place to follow up patients who had attended accident and emergency when they may have been experiencing poor mental health.

• Staff had a good understanding of how to support patients with mental health needs and dementia.

Updated 6 June 2016

The practice is rated as good for the care of people whose circumstances may make them vulnerable.

• The practice held a register of patients living in vulnerable circumstances including those who were homeless, had alcohol or substance misuse problems, and those with a learning disability.

• The practice offered longer appointments for patients with a learning disability and staff were aware of individual patient needs such as what time of day a patient might prefer their appointment.

• Patients with learning disabilities were offered annual health checks. 50% had attended half way through the year.

• The practice regularly worked with multi-disciplinary teams in the case management of vulnerable people. Some were referred to a community matron to ensure that their health and social care needs were identified.

• The practice informed vulnerable patients about how to access various support groups and voluntary organisations.

• The practice supported homeless patients who were trying to find housing and support.

• The practice worked closely with a local charity which provided support for a number of refugees. The practice offered longer appointments using interpreting services when needed.

• The practice worked with the drug and alcohol abuse service counsellor to provide a shared care scheme for substance misuse patients.

• Staff knew how to recognise signs of abuse in vulnerable adults and children. Staff were aware of their responsibilities regarding information sharing, documentation of safeguarding concerns and how to contact relevant agencies in normal working hours and out of hours.